ITSM Deployment / Process Support Engineer – L1

Position Summary

We are looking for an entry-level ITSM Deployment / Process Support Engineer to support IT service management operations during new customer onboarding, tool implementation, and process rollout. The role will assist in configuring ITSM tools, ensuring process compliance, and supporting smooth transition into managed services operations.

Key Responsibilities

• Support onboarding of new customers into the ITSM system.
• Assist in configuration of:
• Incident Management workflows
• Service Request catalogs
• Change Management templates
• SLA policies and escalation matrices
  
• Create user accounts, assignment groups, and roles in ITSM tool.
• Assist in CMDB data entry and asset mapping.
• Support data migration during transition projects.
• Validate ticket flow as per defined process.
• Monitor SLA dashboards and generate reports.
• Coordinate with technical and service delivery teams during transition.
• Maintain documentation of workflows and process guidelines.
• Ensure compliance with ITIL-based practices.
  
  

Technical Skills Required

• Basic understanding of:
• ITIL framework (Incident, Problem, Change, SLA)
• ITSM tools (ServiceNow / BMC Remedy / ManageEngine / similar)
  
  
  

Qualifications

• Bachelor's degree in IT / Computer Science or related field.
• 0–2 years experience in IT service desk or ITSM operations.
• ITIL Foundation (preferred but not mandatory).